Tier I Service Desk Technician

Title: Tier 1 Cloud System Administrator

Location: Phoenix, AZ

Type: Contract to Hire

Compensation: $25 - $29/hr

Position Overview

We are seeking a Tier 1 Cloud System Administrator to provide frontline technical support for end users and business technology environments. This role focuses on troubleshooting common issues involving workstations, applications, printers, user accounts, connectivity, and cloud or virtual environments. The administrator will manage incoming service requests, document troubleshooting activities, communicate with users, and escalate more complex infrastructure issues to senior technical resources.

The ideal candidate has foundational IT support experience, strong troubleshooting and customer-service skills, and an interest in developing deeper expertise across Microsoft, Citrix, VMware, networking, and cloud technologies.

Key Responsibilities

• Provide Tier 1 support for service requests involving workstations, printers, applications, user accounts, connectivity, and other common technology issues.
• Troubleshoot basic technical issues affecting core business applications and Microsoft-based environments.
• Assist users working within virtual environments, including Microsoft, Citrix, and VMware technologies.
• Support common Windows workstation and basic Windows Server-related issues within established procedures.
• Perform initial troubleshooting of LAN/WAN connectivity, VPN, remote access, and network-related incidents.
• Assist with routine support activities involving Microsoft technologies such as Windows Server, Exchange, SQL, and SharePoint, escalating advanced issues as appropriate.
• Provide remote and occasional onsite technical support based on customer needs.
• Identify incidents requiring advanced troubleshooting and escalate them to Tier 2, Tier 3, or other appropriate technical resources.
• Follow established procedures for supporting backup and disaster recovery environments.
• Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and relevant system information.
• Keep customers informed regarding ticket status, expected next steps, planned changes, and service interruptions.
• Work through assigned service requests according to established scheduling and dispatch processes.
• Follow documented technical procedures and contribute updates to support documentation when appropriate.

Qualifications

• 1–2 years of IT support, help desk, desktop support, systems support, or related technical experience.
• Foundational knowledge of Windows desktop operating systems and Microsoft technologies.
• Familiarity with basic networking concepts, including TCP/IP, LAN/WAN connectivity, VPNs, routers, and firewalls.
• Exposure to virtual or cloud-based environments such as Microsoft, Citrix, or VMware.
• Ability to diagnose common technical problems and determine when escalation is necessary.
• Strong customer-service and communication skills with the ability to explain technical information clearly.
• Ability to document service requests quickly and accurately.
• Capable of managing multiple tickets and adjusting priorities in a fast-paced support environment.
• Self-motivated and able to work effectively within established technical and escalation procedures.

Preferred Skills

• Associate or bachelor’s degree in computer science, information technology, or a related field.
• Entry-level or foundational IT certifications from Microsoft, Cisco, VMware, Citrix, SonicWall, or similar technology providers.
• Familiarity with IT service-management, remote-monitoring, or ticketing platforms such as ConnectWise.
• Exposure to Windows Server, Exchange, SQL Server, SharePoint, Terminal Services, or similar infrastructure technologies.
• Basic understanding of backup, disaster recovery, security, and remote-access technologies.
• Interest in developing toward higher-level systems administration, networking, virtualization, and cloud support responsibilities.